Basic Competency - Receiving And Responding To Workplace Communication

Welcome to the first module of the Communication Integrated with 21st Century Skills Course.  This module is entitled "Receiving and Responding to Workplace Communication."  In this module, we will be covering the basics of communication and why it is crucial in creating an ideal workplace environment.  For the first part of this module, we will be talking about following routine spoken messages. You can expect to learn the basics of communication and its context in the workplace after accomplishing this unit. Knowing the fundamentals of communication will hopefully aid you in knowing which areas of your communication skills should be improved. Of course, it's not enough to just know the concepts, so for the second part of this module, we will tackle: "Performing workplace duties following written notices." This module will hopefully help-not just in transforming you to a communicator who can respond, but a communicator who can genuinely understand.  ANNOUNCEMENT: TESDA is currently streamlining the services of the TOP. To ensure that all courses are calibrated with quality monitoring and evaluation features, pre and post tests have been added to this course. To generate a Certificate of Completion, you MUST complete the said tests.

Pre Test

Martie was tasked to deliver a marketing pitch to their new clients. As soon as their clients arrive, Martie should: Select one: a. Smile. Stand up if he is sitting and shake the hands of his clients.  b. Begin the meeting immediately. c. Not talk to the clients unless they want to. d. Serve snacks and beverages.

Feedback The correct answer is: Smile. Stand up if he is sitting and shake the hands of his clients. Question 2 Incorrect Mark 0.00 out of 1.00

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Question text Jonah is explaining the organizational guidelines of the office to Sarah, a new employee. In the scenario, what is the message being communicated?

Select one: a. Sarah  b. None of the above c. Jonah d. Organizational Guidelines

Feedback The correct answer is: Organizational Guidelines Question 3 Correct Mark 1.00 out of 1.00

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Question text These disruptions occur when there is a difficulty in understanding the message because of your personal mood and emotions. Select one: a. Psychological Noise  b. Semantic Noise c. Physical Noise d. Cultural Noise

Feedback The correct answer is: Psychological Noise Question 4 Correct Mark 1.00 out of 1.00

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Question text In this type of speaking, participants alternately speak and listen. Select one: a. Partially Interactive Listening b. Serious Listening c. Non-Interactive Listening d. Interactive Listening 

Feedback The correct answer is: Interactive Listening Question 5 Incorrect Mark 0.00 out of 1.00

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Question text It is defined as how people view or use space in order to achieve communication goals. Select one: a. Workplace Etiquette b. Distance  c. Workplace Communication d. Proxemics

Feedback The correct answer is: Proxemics Question 6 Incorrect Mark 0.00 out of 1.00

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Question text While on your way to work, the jeepney you are riding had a flat tire. The driver decided to change the tire and have the flat one vulcanized. It is 6:30 a.m. and your shift starts at 7 o'clock. The next ride is already full and your workplace is five kilometers away. What type of reason is this? Select one: a. Invalid Reason  b. Valid Reason c. Emergency Reason d. Special Occasion Reason

Feedback The correct answer is: Emergency Reason Question 7 Incorrect Mark 0.00 out of 1.00

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Question text Which of the following illustrates the difference between verbal and nonverbal communication? Select one: a. Verbal communication can be categorized into body, object, space, time, and touch signals. Meanwhile, silence is a form of non-verbal communication. b. Verbal communication is a mode of communication that involves speaking and is commonly applied in face-to-face communication. Meanwhile, non-verbal communication refers to non-speech type of communication.

c. Verbal communication refers to a non-speaking mode, while non-verbal communication requires speaking in communicating.  d. An example of verbal communication is communicating through e-mails while nonverbal communication can be through communicating via cellphones.

Feedback The correct answer is: Verbal communication is a mode of communication that involves speaking and is commonly applied in face-to-face communication. Meanwhile, nonverbal communication refers to non-speech type of communication. Question 8 Incorrect Mark 0.00 out of 1.00

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Question text The following, except one, are reasons why it is important to implement and follow organizational guidelines in the office. Which of the following does not explain the importance of organizational guidelines in the workplace? Select one: a. It is to ensure that every worker follows the same procedure in the office, thus, avoiding error and confusion. b. Following workplace etiquette gives you the privilege to judge your workmates. c. Having good workplace etiquette may also be applied or extended to non-workrelated matters.  d. Failing to follow organizational guidelines may cause termination in the office.

Feedback The correct answer is: Following workplace etiquette gives you the privilege to judge your workmates. Question 9 Incorrect Mark 0.00 out of 1.00

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Question text A customer was not able to understand the directions you were giving her because of occasional telephone interferences. In the communication process, the telephone interferences can also be referred to as: Select one: a. Message b. Receiver  c. Source d. Noise

Feedback The correct answer is: Noise Question 10 Incorrect Mark 0.00 out of 1.00

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Question text This type of mediated communication uses a one-at-a-time system of communication. When someone is already talking, no one else in the group can speak or be heard. Select one: a. Fax Machine b. E-Mail  c. Telephone d. Two-Way Radio

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The correct answer is: Two-Way Radio Question 11 Incorrect Mark 0.00 out of 1.00

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Question text Diego is discussing the monthly achievement report of their company. Occasionally, his workmates would nod to show their attentiveness. What kind of speaking is this? Select one: a. Interactive Speaking  b. Partially Interactive Speaking c. Attentive Speaking d. Non-Interactive Speaking

Feedback The correct answer is: Partially Interactive Speaking Question 12 Incorrect Mark 0.00 out of 1.00

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Question text It is not simply hearing, but also entails understanding the meaning behind the message. Select one: a. Active Listening b. Active Hearing  c. Hearing

d. Listening

Feedback The correct answer is: Active Listening Question 13 Incorrect Mark 0.00 out of 1.00

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Question text All are examples of semantic noise except one. Which of the following is not an example of semantic noise? Select one: a. Organizational b. Syntactical c. Physiological d. Cultural 

Feedback The correct answer is: Physiological Question 14 Correct Mark 1.00 out of 1.00

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Question text Which of the following best explains why communication is necessary in the workplace? Select one:

a. Effective communication increases worker productivity since it ensures that all processes are accomplished without disruptions.  b. It gives better pay to employees. c. It makes an employee feel more important and accomplished. d. It is not really necessary in the workplace.

Feedback The correct answer is: Effective communication increases worker productivity since it ensures that all processes are accomplished without disruptions. Question 15 Correct Mark 1.00 out of 1.00

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Question text The communication process is not always ideal or perfect. There will be instances such as disruptions that would hinder the flow of messages. These disruptions are also referred to as: Select one: a. Feedback b. Distortions c. Noise  d. Wavelength

Lesson 1: Introduction to Communication

Introduction

Communication is the process of exchanging information and ideas through different modes. Human communication does not only refer to the exchange of words but also to the interaction between two or more persons. This involves a sender of the message and a receiver who interprets the message. In this lesson, we would be talking about communication and how knowing about the processes of communication could help in creating a more efficient and effective workplace environment.

Topic 1: What is Communication? Video play Communication is a systemic process of people interacting with and through symbols in order to create, share, and interpret meanings. It is referred to as a process because its beginning and end are hard to identify. It can also take place in different modes. Modes refer to the way by which communication can be expressed. In order for communication to take place, two main actors work together. They are called the sender and the receiver. Being able to send the message to a receiver does not guarantee a successful communication process. Effective communication takes place when the sender receives a feedback or response that he initially wanted the receiver to have.

Meanwhile, workplace communication is defined as the process of information exchange, may it be through verbal, nonverbal, or written communication, within an organization. A workplace is identified by employees from different cultures and backgrounds. Given these differences, effective communication is crucial to unite employees and ensure that all workplace processes are properly done.

Communication is essential for every employee to function and interact properly. Managers and supervisors need communication in order to adapt and give feedback to their employees. Communication is required in developing business plans and carrying out workplace tasks. In addition to that, it is need to communicate with various communication sources such as team members, supervisors, industry bodies, trade personnel, etc. Effective workplace communication guarantees that all processes needed in an organization are properly executed. Effective communication increases productivity and efficiency in the workplace. Without it, unwanted error and mistakes may occur. This course would hopefully help you in developing your communication skills in order to give you advantage whether it may be in finding employment opportunities or in interacting with your current workplace set-up.

Topic 2: The Communication Process Video play

Shannon and Weaver Communication Model There are many communication models. For this lesson, we will be getting an idea from Shannon and Weaver’s model of communication. Through understanding the components of the communication process, workers can know what area to improve on and contribute to successful and effective communication flow in the workplace.

Parts of the Communication Model Like any other process, the communication process also has parts or elements. Namely:  Source – One who sends or delivers a message. One who initiates the communication process. The source can also be called as the sender or author. The source plays a crucial role in the process, because if the source failed to deliver the message properly, then the entire communication process may fail.  Message – Transformed thoughts into a form (i.e. voice, audio, text, signals, etc.) that the source sends to the receiver. It is the information that the source wants to transmit.  Channel – Type of medium used to send messages between the source and the receiver.  Receiver – One who receives the message. The communication process is considered successful when the receiver responds the way the source intended. Like the source, a receiver’s role is   vital in the communication process. He or she must also be active and intentional in receiving messages. In that way, the receiver can respond the correct way. However, the communication process does not end there. The effect of the message and the feedback of the receiver should also be noted in order to know the result of the communication process.

Effect – Response of the receiver after getting the message from the source

Feedback – An important product of the communication process. It tells the source how effective the selected message and channel are upon the receiver. Furthermore, it allows the source to adjust the communication process so that it is more effective. Feedback confirms whether there is mutual understanding between the source and the receiver. Without it, the source would not know if understanding took place. The communication process is not always ideal. Sometimes, interference can also occur when the source sends a message. This is called: Noise – Disruptions in the communication process. In the workplace, noise can be common especially when unfamiliar people communicate with each other. Later on, we will identify noises that hinder effective communication in the workplace.

Activity: The Communication Process activity

Topic 3: Communication Modes Video play Humans communicate through different modes. It is impossible to communicate with only one mode in your entire work life. Communication modes are defined as the ways by which communication can be expressed. It can be through verbal communication, nonverbal communication, and written communication.

Let us tackle them one by one!

 

  

Verbal Communication Verbal picture

Verbal communication refers to the mode of communication that involves speaking. It occurs when you speak or when you use words. This includes face-to-face communication and communicating through a medium such as: ●     Telephone ●     Cellphone ●     Video calls or conference calls

Nonverbal Communication Nonverbal picture

Meanwhile, nonverbal communication refers to non-speech type of communication. It is any type of communication that does not include spoken word.

It can refer to the way we say the words, surroundings that may affect communication, objects, patterns, and more.

Remaining in silence or not responding at all is also a form of nonverbal communication. So, when it is quiet, it does not necessarily mean that communication is not taking place. Silence can also mean something.

Written Communication Written comm picture

Written communication refers to communicating through writing: ●     Letters ●     E-mails ●     Text messages ●     Writing memorandum ●     Etc.

Activity: Communication Modes

Topic 4: Importance of Workplace Communication https://www.e-tesda.gov.ph/pluginfile.php/50822/mod_book/chapter/1385/Importance of Communication in the Workplace.png

video play

Communication is essential because it ensures that you can properly explain your thoughts in in the workplace. When you can explain your ideas, you can achieve your personal and professional goals, as well as, better relate to your workmates. It is the key to your success, may it be in the workplace, being part of the community, or in

whatever place or situation you are. For businesses and organizations, all employees must be able to communicate may it be through verbal or nonverbal communication. In addition to that, communication is necessary in a workplace because it ensures: ●     Unity - Good communication creates a strong foundation in building relationships and uniting the team members. ●     Sharing - Good communication establishes an open environment where team members can share their ideas easily. ●     Professionalism - Good communication can help individuals develop positivity and professionalism. ●     Good Output - A team with good communication produces good outputs.

Topic 5: Skills You Need to Communicate Properly